VPASS
What does VPASS stands for?
Verify the Callers Name
Phone number
Account name
Street Address
SSN
Provide markets that is being serviced by WOW
Alabama
Florida
Georgia
Michigan
South Carolina
Tennessee
What is Task 57?
Customer Ledger
On what day is the customer's bill due?
Day 20
How many devices can stream YouTube TV at the same time on a standard subscription?
3
What is the primary purpose of VPASS?
To verify the caller and protect account privacy
What should agents do if a customer indicates they want to disconnect all WOW! services?
Transfer the customer to Base Management per the Saves Process -
Customers expressing intent to disconnect should be transferred to Base Management following the Saves Process.
Which screen is used to manage authorized parties on an account?
Screen 17 – Customer Party
How many days of grace period does a customer receive after the due date?
10 Days
What equipment is required to watch YouTube TV?
Internet-connected device // Smart Devices
If Gooey shows a green checkmark and the correct account is loaded, what additional information is required?
Caller's first name
Can customers who converted to YouTube TV move back to Legacy Video equipment or WOW! tv+?
No -
Customers who have converted to YouTube TV are not eligible to return to Legacy Video equipment, including WOW! tv+
A customer wants to upgrade or downgrade services. Which screen should be used?
Screen 66 – Service Change
What happens on Day 31?
$10 late fee is assessed
Can an existing YouTube TV subscription be added to a WOW! bill?
No
If the caller cannot provide the PIN, DL, or SSN, what can be used as an alternative verification?
Exact amount and approximate date of last payment
How much higher is the 2026 Price Lock Existing Customer pricing compared to Standard Existing Customer pricing?
$5
Task screen for Work Order History?
Task 05
On what day is the account soft disconnected and a Non-Pay Work Order generated?
Day 44
What payment methods are accepted for YouTube TV subscriptions?
Credit or debit cards only
If a customer refuses to VPASS and wants escalation, where should the call go?
Floor Supervisor
Whos is the most handsome LS?
Yours truly =)))))
You would like to do an account review and backtrack customer's call record, where do you go?
Task 15
What happens on day 120?
Customer's account is forwarded to OCA
What happens to YouTube TV service if a WOW! account is disconnected for nonpayment?
YouTube TV service is canceled